The Asian Journal of Technology Management (AJTM)
Vol 3, No 2 (2010)

Factors Affecting Customer’s Perception of Service Quality: Comparing Differences among Countries - Case study: Beauty salons in Bandung and Tokyo

Nakashima, Keiko ( School of Business and Management, Institut Teknologi Bandung, Indonesia, Tokyo University of Science, Japan)
Putro, Utomo Sarjono ( School of Business and Management, Institut Teknologi Bandung, Indonesia)
Mulyono, Nur Budi ( School of Business and Management, Institut Teknologi Bandung, Indonesia,)
Arai, Takeshi ( Tokyo University of Science, Japan)

Article Info

Publish Date
20 Dec 2010

Abstract

This paper examines a holistic study of analyzing several factors affecting service quality andtheir correlation with characteristic of customers based on value and life style. Furthermore,customer’s perception of service quality can be drawn from those relationships. Exploratoryfactor analysis and quantitative analysis is employed with case study of beauty salon serviceat Bandung and Tokyo. The results indicate how the quality of services is perceived differentlyby customers who have different value and life style, and also describe significant relationshipbetween value and life style with the affecting factors of service quality.Key words : service quality, value and life style, customer perception, beauty salon.

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Journal Info
The Asian Journal of Technology Management (AJTM)
Website

Abbrev

AJTM

Publisher

Institut Teknologi Bandung

Subject

Decision Sciences, Operations Research & Management

Description

PURPOSE The Asian Journal of Technology management aims to promote interdisciplinary research regarding the special problems and opportunities related to technology management fields in Asia and its effects beyond. It publishes papers by worldwide scholars, practitioners, and those interested in ...